IT Support Specialist

Join NRP’s A+ team. We’re a recognized top workplace committed to building quality homes and fostering career growth.

The IT Support Specialist will serve as the frontline resource for resolving technology-related issues and delivering exceptional customer service to our employees.

• Respond to incoming support requests via various communication channels and ticket tracking tools.
• Troubleshoot hardware and software problems, providing technical guidance and solutions to end-users.
• Utilize ticketing system to prioritize and organize support requests effectively.
• Install, configure, and maintain computer systems, software applications, and peripherals for employees.
• Set up new user accounts and ensure proper access to necessary systems and applications.
• Conduct routine checks and maintenance on hardware to ensure optimal performance.
• Provide user training and guidance on technology tools and best practices.
• Manage and maintain an inventory of technology assets, including software licenses.
• Collaborate with IT teams to identify and resolve workflow interruptions related to service requests and onboarding/offboarding.
• Document support interactions and resolutions for knowledge sharing.
• Guide end‑users in AI technologies, including Microsoft Copilot and enterprise LLM usage.
• Participate in team meetings to discuss ongoing support needs and system changes.
• Stay updated on technology trends and best practices to provide innovative solutions.
• Assist in coordinating and implementing system changes and updates with minimal disruption.
• Foster positive relationships with employees through exceptional customer service.
• Handle confidential information and access permissions discreetly.
• Other duties as assigned.

• Experience
  :
  At least three years in IT support or related field; familiarity with hardware and software troubleshooting; customer‑service orientation.
• Education
  :
  Bachelor’s degree in IT, Computer Science, or related field; equivalent experience may substitute for a degree.
• Systems
  :
  Expert proficiency with Microsoft Windows
  10/11, macOS, iOS, Android, Google OS; experience with Azure, Intune, Autopilot, Bit Locker, SharePoint, MFA, VPN.
• Applications
  :
  Expert skills with Microsoft Office Suite, Teams, One Drive; proficiency with ITSM software, remote‑desktop tools, driver updates, and network scanning applications.
• Devices
  :
  Expert support for desktops, laptops, tablets, mobile devices, TVs, projectors, thin clients; experience with Autopilot or domain group policies.
• Services
  :
  Experience providing customer service to technical and non‑technical users; basic understanding of IT business services, onboarding/off‑boarding, ticketing, change requests, purchase orders.
• Certifications
  :
  Desired—ITILv4 Foundation, CompTIAA+, CompTIANetwork+, Microsoft Certified:
  Modern Desktop Administrator Associate; not required.

Salary: $55,000–$75,000 per year, commensurate with experience. Onsite in downtown Cleveland offices, Monday to Friday.

• Commission and bonus opportunities
• Paid vacation and sick leave
• 11 paid holidays
• Paid maternity and parental bonding leave
• Short‑ and long‑term disability coverage
• Medical, dental, vision, and life insurance
• 401(k) with company match
• Training, certification, and growth opportunities
• Employee referral and recognition programs

NRP Group is committed to a policy of ensuring all employees and applicants are treated without discrimination based on color, race, religion, sex (including pregnancy or marital status), sexual orientation, gender identity, age, national origin, ancestry, veteran status, military status, disability, genetic information, citizenship, or any other protected classification.